‘Absolutely disgusting’: Coles and Woolworths' checkout trend causes stir among shoppers

The local supermarket is a cornerstone of the Australian community, especially for those who have seen the evolution of shopping from corner stores to the mega supermarkets we know today.

But as people adapted to these changes over the years, a new trend has emerged that's causing quite a stir among shoppers: the increasing reliance on self-serve checkouts at Coles and Woolworths.



For a lot of Aussies, a trip to the supermarket is more than just a chore; it's an opportunity to interact with our community and ensure the selection of the best products for their needs.

However, this new trend seems to be pushing customers towards a more impersonal shopping experience, and many are not happy about it.


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Shoppers called out Coles and Woolworths for increased self-serve checkouts. Image source: Shutterstock



The frustration is palpable among shoppers who find themselves with a trolley brimming with groceries, only to be met with the sight of closed registers and the prospect of navigating the self-serve checkout.

This shift has sparked a wave of criticism online, with customers calling for a return to more staffed registers to assist with their shopping needs.



One Coles customer's experience at the Forster store on New South Wales’ Mid-North Coast is a case in point.

After being forced to scan $250 worth of groceries at a self-serve checkout, he took to social media to express his dismay, prompting others to share their similar frustrations.

'Absolutely disgusting,' one commenter wrote, 'I would have just walked out.'

The sentiment is echoed at Woolworths, too. A shopper reported that the Roselands store in Sydney's south has insufficiently staffed registers for the number of customers.

‘I tried to say something to one of your team members at the service desk, but no apology (was) offered,’ he stated.



In response to the backlash, spokespeople from both Coles and Woolworths have acknowledged the issue.

A Coles spokesperson said that employees are ‘actively encouraged and trained’ to help customers who need assistance.

They added, ‘A team member will always be available in the service area to help any customer who would like help with their shopping. '

Meanwhile, a Woolworths spokesperson said: ‘This doesn’t sound like a pleasant experience at all.’

They also mentioned that the manager of the store had been informed of the issue.



However, some of the shoppers claimed that the store was pushing them to use the self-serve checkouts.

‘Cutting back checkouts for more self-serve stations! I’m sorry, but if you have a full trolley, it’s too awkward,’ one customer stated.

Customers at both supermarkets have repeatedly reported difficulties accessing help when juggling a trolley and multiple shopping bags.

A shopper shared: ‘I don’t mind self-service for basket items but when you have a trolley, that isn’t good. In my Woolies, there isn’t enough room to put the trolley and put all your groceries on their tiny shelf. Yet no checkouts are open and (it) makes your shop more stressful.’

One person suggested going to the service desk and requesting staff to open a checkout register if there aren't any available, saying, ‘The extra stress when the machines have a moment isn't worth it.’



In response, a Woolworths spokesperson said: ‘We want customers to have a choice at the checkout.’

‘We know some customers prefer to be served by a team member and that’s why there is always that option in all of our stores.’

‘We find that many of our customers prefer the self-serve checkouts, particularly when they are buying a handful of items,’ they continued.

‘However, we understand that some customers still look to use our manned checkouts and we will continue to provide this service at all our stores across the country.’

The Australian Retailers Association CEO, Paul Zahra, pointed out that while self-service checkouts are popular for their efficiency and privacy, supermarkets are employing more staff than ever to cater to different customer needs.

He also noted that traditional cash registers are still available at most retailers, and there are other shopping options, such as online ordering and rapid grocery delivery.

‘While some customers prefer to be served by a team member, self-serve checkouts have a range of benefits. They contribute to faster transaction processing, allowing retailers to serve more customers during peak hours,’ he explained.

‘This efficiency is crucial in meeting the demands of a busy retail environment and improving overall operational productivity. Self-serve checkouts can also make shoppers more comfortable if they’re purchasing a personal item or simply don’t feel like socialising,’ Zahra added.
Key Takeaways
  • Australian shoppers have expressed frustration at Coles and Woolworths for the increasing trend towards self-service checkouts and the lack of staffed registers.
  • Customers have reported instances of not receiving an apology from store staff when voicing their concerns about the lack of available manned checkouts.
  • Both Coles and Woolworths have responded, stating they aim to cater to all customers' preferences, with Coles offering assistance to those needing it and Woolworths emphasising the choice of staffed checkouts.
  • The CEO of the Australian Retailers Association commented that self-service checkouts are popular and efficient but assured that traditional cash registers and other services like online shopping and delivery are still available to meet diverse customer needs.
What’s your take on this story, members? Have you noticed this trend in your local supermarkets? Share your thoughts and experiences in the comments below!
 
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I went shopping with my daughter at her Woollies store in Miami,Falcon(WA) we both reached tge checkouts at the same time. Only a dozen items so opted for self serve. However my daughter walked to a scanner , scanned her phone and left. I was still unpacking.
This store has the capabilities, with an app to allow you to scan the item as you put it in the trolley also scan after weighing, so it’s on your phone you scan and go
When she has her boys this is so much easier and quicker
I'd like to try a store with this but where I live there is only one over an hour away. Not really worth the time for the novelty
 
Asa Benny Hill would say "what a lot of cobblers"..there are always attended checkouts and the shopper might have to wait five minutes...they then complain it takes ages to go through the self checkout. If they are so worried why not shop at less busy times and perhaps spread their shops out over a few days. It is a sign of the times and no amount of baseless self indulgent whinging is going to change that.
I kinda agree. I have never been to Coles, Woolies or Kmart where there have been NO service checkouts operating. Sometimes in quiet times they may not be waiting just for you to rock up. They'll be there, just hover. Or if it's busy, they will get others open or take you into express lane.
 
Same issue for ME at big w, but I stood my ground and saw others line up behind me
but waited until they went auto. EVENTUALLY a person came with NO waiting apology. Big W, I AM DONE WITH YOUR BRAND
 
I thought this was about something important, but it's only SDC carrying on their agenda again against self serve checkouts and all the sheep following. 🙄

For the umpteenth time, if people don't like them, DON'T use them. It's called having a choice, There's plenty of people that do like them for the convenience and getting out of the store quicker. Don't keep making the usual childish statements of "I hate them" "I'm not using them" "I don't work there" "They're getting rid of staff" etc etc Nobody is interested in your tantrums.

And all the people exaggerating the problems they allegedly have with them. You must be doing something really wrong just scanning a barcode to have a problem with them. Personally I can't even remember the last time something went wrong in all the different shops I use them in.

This silly vendetta has got to stop at some time?
The point is you don’t always have choice , some supermarkets only have self serve or they only have 1 manned checkout open . Personally I don’t like or use self serve I’d rather wait in a queue to be served by a checkout operator.
 
I thought this was about something important, but it's only SDC carrying on their agenda again against self serve checkouts and all the sheep following. 🙄

For the umpteenth time, if people don't like them, DON'T use them. It's called having a choice, There's plenty of people that do like them for the convenience and getting out of the store quicker. Don't keep making the usual childish statements of "I hate them" "I'm not using them" "I don't work there" "They're getting rid of staff" etc etc Nobody is interested in your tantrums.

And all the people exaggerating the problems they allegedly have with them. You must be doing something really wrong just scanning a barcode to have a problem with them. Personally I can't even remember the last time something went wrong in all the different shops I use them in.

This silly vendetta has got to stop at some time?
I agree with you wholeheartedly. It is a choice. I like self serve when I have only a few items. That's what they were introduced for. Get customers through quickly. Occasionally there a scanning problem. That's ok.
I've never seen NO manned checkouts. Sometimes there are a few in the queue when I have a large shop. That's ok too.
Just like using cash or card. Make your choice.
 
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I refuse to use SCO ; "if yo don't trust me don't invite my in"
No fast check out (12 items) I don't go in (to the store) ---- I go to Aldi occasionally :(

I have left my shopping for them to put back on the shelf when I couldn't get service --- maybe more should do that ;)
 
The point is you don’t always have choice , some supermarkets only have self serve or they only have 1 manned checkout open . Personally I don’t like or use self serve I’d rather wait in a queue to be served by a checkout operator.
Which supermarkets only have self serve? Never heard or any. Must have a lot of time on your hands if you want to wate your time queueing just to pay and make a point!? :rolleyes:
 
At Coles in Kwinana, my wife was putting items through the self-serve checkout and after scanning a few items, all the cold items first, she was stopped by the machine telling her that she had to put the "heavy bulky items" first. The machine would not let her go further before doing this. The "heavy Bulky item" was a pack of 6 toilet rolls. Assistance was required to try and correct this but the machine insisted on putting that item before she could continue. So, how did the machine know that was still in the trolly, are there more "spying" cameras looking into the trolly?
 
  • Wow
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